Regional Process & Continuous Improvement Lead

Drive operational excellence and continuous improvement across Customer Care in Southern Africa by enhancing customer experience, optimizing service delivery processes, improving operational efficiency, and ensuring compliance with Epiroc standards and best practices.

Your Mission:

• Standardize, document, and continuously improve Customer Care processes in line with GIAA, ISO, and Epiroc requirements.


• Conduct process audits and compliance reviews to ensure adherence to quality standards.


• Identify, implement, and sustain process improvements that enhance efficiency, service delivery, and customer satisfaction.


• Facilitate cross-functional initiatives to remove process bottlenecks and improve customer outcomes.


• Benchmark processes against industry best practices and drive continuous improvement initiatives.


• Lead the regional rollout, adoption, and optimization of e-Commerce, Service Cloud, and other digital Customer Care solutions.


• Monitor customer complaints, ensuring timely resolution and effective corrective actions in line with Epiroc policies.


• Develop, analyze, and report Customer Care KPIs to support performance improvement and informed decision-making.


• Perform root cause analysis on recurring operational issues and implement sustainable corrective actions.


• Support the Regional Customer Care Manager in delivering customer satisfaction and operational excellence initiatives.

Your Profile:

• Relevant qualification in Industrial Engineering, or Business Information Systems, Business Management, or Project Management.


• Minimum 2 years' experience in process design and mapping tools (e.g. Visio, Lucidchart).


• Minimum 2 years' experience using data visualization and reporting tools.


• Strong knowledge of Epiroc ERP and CRM systems.


• Experience within an aftermarket service or customer support environment.


• Proven experience in continuous improvement, Lean methodologies, and change management.

Location: Jet Park, Boksburg

Closing Date: 13 August 2026

Why Epiroc?

By joining our team, you’ll make a big difference in the energy transition. At Epiroc, we take pride in being passionate innovators, driving the change toward a brighter future for both people and the planet. Guided by our values of Collaboration, Commitment, and Innovation, we foster a culture of trust, growth, and lasting.